Knowledge creation is a fancy way to say a searchable database of information accessible to both internal and external users. This can be in the form of articles, video tutorials, forums, and other information resources that help customers find information and can serve as training material for your staff.
Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need. It is incredibly extensive and offers how-tos, forums for question and answer interactions, tutorial resources, and more. This knowledge base has role-based access restrictions, so what the public can see is different than what internal users see, allowing multiple functionality and usage. It is very user-friendly and comprehensive.
Salesforce’s accessible and comprehensive knowledge base is a valuable resource to users and customers alike
SAP CRM Knowledge Base function allows interaction center (IC) agents to search for solutions, documents and cases in a database, which can then be sent via email or chat to a customer. The public can also access a limited version of this system to find FAQs and other information.
While the platform is very similar, Salesforce offers a more comprehensive and user-friendly knowledge base for its users.